Once you have downloaded the installation file you need to unzip the file. Please read the readme.txt file. This file will include the password to use when logging in as the Admin account. The Admin account is provided to let you create other accounts that are assigned to Roles which include the permissions your users have when you assign the Users to the Roles. An Administrator account can do anything. This includes creating, modifying and deleting accounts as well as changing permissions for Roles, deleting records in addition to the most powerful option - the ability to update the Model. More on the powerful Model feature later. For now just another comment on Roles. The Default Role will allow a logged in user the ability to Change Their Password. If you are going to allow users (customer or end users) to login, most likely using the optional web interface, you may or may not want them to have the ability to change their password. If you want a User account to be able to change their own password whenever they want, just link the Default role to their User Account. NOTE: The User table is in addition to the People table. If only you and/or your staff will be adding support requests then you do not need to create a User account record for end users. However, if your customers or end users will be logging in to add their own support requests you will need to create user accounts for them and enter a Login name in their People - or Person record. The login name must match in each table for Customers to login and add their own support requests. You can choose to not let customers change their own account. Instead you may create their User account with an initial empty or blank password. When you then provide them their User Name you can tell them to login without entering a password then they will be immediately prompted to enter a new password. This is the recommended method, however, you also have the option to provide them a generated password by clicking the Reset Password and the providing them this more complicated password. They can still be prompted to enter a New password, but this will be less confusing if they first are told to enter a blank or empty password as shown below. Note also that the User Name can contain a space. So when creating user names you can user the person's first and last name (perhaps include a middle initial or name) instead of, for example using their email address as their User Name.